Customer Service Supervior

MÔ TẢ CÔNG VIỆC

1. Customer Relationship Management
• Maintain and strengthen relationships with existing customers to ensure satisfaction and long-term partnership
• Handle customer complaints, technical inquiries, and feedback by coordinating with internal teams
• Collaborate with sales, engineering, and production teams to address and fulfill customer requirements promptly
2. Order and Delivery Management
• Oversee the end-to-end order management process: order entry, delivery scheduling, invoicing, and returns
• Coordinate delivery timelines with planning, logistics, and supply chain teams to ensure on-time delivery (OTD)
3. RMA & Complaint Handling
• Manage Return Material Authorization (RMA) processes and root cause analysis
• Work closely with quality and engineering teams to prepare 8D reports and provide timely responses
• Track customer quality metrics and support regular scorecard reviews
4. PCN / ECN / Customer Notifications
• Coordinate Product Change Notifications (PCN) and Engineering Change Notifications (ECN)
• Lead impact assessments and ensure timely and accurate communication with customers
• Manage customer approval processes related to changes in materials, suppliers, or specifications

 

5. Reporting & KPI Management
• Consolidate and review customer service KPIs such as complaint response time, RMA turnaround time, and OTD performance
• Analyze customer behavior data and trends to support continuous improvement
6. Cross-Functional Communication & Project Coordination
• Act as a key interface between customers and internal departments
• Participate in customer audits, NPI (New Product Introduction), and mass production transfer projects
• Support new customer onboarding and ensure smooth production ramp-up
7. Team Management & Training
• Lead and develop the customer service team to enhance professionalism and service quality
• Establish and maintain standard operating procedures (SOPs) for consistent service execution

 

YÊU CẦU CÔNG VIỆC

• Bachelor’s degree or above in a related discipline.
• At least 3–5 years of experience in a similar role within the electronics components manufacturing industry.
• Preference will be given to candidates from Malaysia, Taiwan, or China.
• Fluent in both Chinese and English, with strong communication skills.

THÔNG TIN LIÊN HỆ

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